Refund policy
Pursuant to Article 52 of Italian Legislative Decree no. 206/2005, as amended by Italian Legislative Decree no. 21/2014, the Customer has the right to withdraw from the purchase contract, for any reason and without the need to provide explanations or pay penalties, within 14 (fourteen) working days from the date of receipt of the products.
To exercise the right of withdrawal, the Customer must send a written request to customercare@elvaquero.it within the above-mentioned period.
Once the request has been received, the Customer must wait for the Company’s express authorization before proceeding with the return shipment. Returns sent without prior authorization may be refused.
Unless otherwise stated, once the return request has been approved, the Company will provide the Customer with the return label and arrange collection of the parcel.
Return costs vary depending on the country and the option selected. Please check the table below to verify the cost applicable to your return.
RETURN DETAILS AND COSTS BY GEOGRAPHICAL AREA
Return costs vary depending on the country of delivery, the option selected by the Customer, and the number of items included in the same return shipment.
The available options may include: refund, size exchange, or store credit.
Unless otherwise stated, return costs will be deducted from the refund amount or from the store credit to be issued, or may be requested from the Customer according to the methods communicated by Customer Care.
MULTIPLE ITEMS IN THE SAME RETURN PARCEL
If the Customer returns multiple items in the same return parcel, the base return cost, where applicable, will be charged only once.
Where applicable, the additional cost per extra item will apply to each item after the first.
Example: if two items are returned from the United States in the same parcel, the $150 base cost applies only once, plus $50 for the second item.
RETURNS FROM ITALY
Refund
Return cost: €35
Store Credit
Free of charge
This means that the Customer may receive the value of the returned item as credit to be used toward a future purchase, with no additional return cost, including to choose a different size, color, or model.
Size Exchange
Standard cost: €20
July Promotion
For the month of July only, on the Customer’s first order, the size exchange is free of charge.
RETURNS FROM EUROPEAN UNION COUNTRIES
Refund
Return cost: €50
Store Credit
Free of charge
This means that the Customer may receive the value of the returned item as credit to be used toward a future purchase, with no additional return cost, including to choose a different size, color, or model.
Size Exchange
Standard cost: €30
July Promotion
For the month of July only, on the Customer’s first order, the size exchange is free of charge.
RETURNS FROM THE UNITED STATES
For returns from the United States, the return cost is calculated according to the option selected by the Customer and the number of items included in the same return shipment.
Refund to the original payment method
Base return cost: $150
Additional cost for each extra item included in the same return parcel: $50 per item
Additional surcharge: 25% of the total value of the returned items
Size Exchange
Base return cost: $150
Additional cost for each extra item included in the same return parcel: $50 per item
July Promotion
For the month of July only, on the Customer’s first order, the size exchange is free of charge.
The promotion covers one size exchange only, for the same model and the same color. Any additional items included in the same return may be subject to the costs provided under this Policy.
Store Credit
Base return cost: $150
Additional cost for each extra item included in the same return parcel: $50 per item
This means that the Customer may return the item and receive its value as credit to be used toward a future purchase, including to choose a different size, color, or model, instead of receiving a refund to the original payment method.
For clarity, if multiple items are returned in the same parcel, the base cost applies only once, while the additional cost applies to each item after the first.
RETURNS FROM SWITZERLAND
Refund
Return cost: €100
Store Credit
Return cost: €50
This means that the Customer may return the item and receive its value as credit to be used toward a future purchase, as a more flexible alternative to a refund.
Size Exchange
Return cost: €70
The July promotion for free size exchange does not apply to orders shipped to Switzerland.
RETURNS FROM THE UNITED KINGDOM
Refund
Return cost: £100
Store Credit
Return cost: £50
This means that the Customer may return the item and receive its value as credit to be used toward a future purchase, as a more flexible alternative to a refund.
Size Exchange
Return cost: £70
The July promotion for free size exchange does not apply to orders shipped to the United Kingdom.
RETURNS FROM NON-EU COUNTRIES
Refund
Return cost: €150
Store Credit
Return cost: €100
This means that the Customer may return the item and receive its value as credit to be used toward a future purchase, as a more flexible alternative to a refund.
Size Exchange
Return cost: €100
The July promotion for free size exchange does not apply to orders shipped to non-EU countries, except for the United States, for which the specific conditions indicated above apply.
AVAILABLE RETURN OPTIONS
Depending on the country of delivery and the applicable conditions, the Customer may choose from the following options:
Refund
Return of the item and refund to the original payment method, net of the applicable return costs.
Size Exchange
Replacement of the item with the same model and the same color, in a different size, subject to availability.
The size exchange does not include exchange for a different model, different color, or different product.
Store Credit
Return of the item and receipt of the corresponding value as credit to be used toward a future purchase.
Store credit may be used to choose a different size, color, or model, subject to availability. Store credit is not a refund to the original payment method.
EV CARE
Where purchased and applicable, EV Care covers one free size exchange only.
EV Care applies exclusively to a size exchange for the same model and the same color, subject to availability.
EV Care does not apply to:
refund requests;
store credit requests;
exchanges for a different model;
exchanges for a different color;
customized, made-to-order, or modified items;
products that do not comply with the return conditions set out in this Policy.
JULY PROMOTION — FREE SIZE EXCHANGE ON FIRST ORDER
For the month of July only, El Vaquero offers a free size exchange on the Customer’s first order, limited to orders shipped to the United States, Italy, and European Union countries.
The promotion applies exclusively to:
the Customer’s first order;
one size exchange only;
exchange for the same model and the same color;
orders shipped to the United States, Italy, or European Union countries;
items that are intact and comply with the return conditions set out in this Policy.
The promotion does not apply to:
refund requests;
store credit requests;
exchanges for a different model;
exchanges for a different color;
customized, made-to-order, or modified items;
orders shipped to Switzerland, the United Kingdom, or other non-EU countries;
products that do not comply with the return conditions set out in this Policy.
If the requested size is not available, Customer Care will inform the Customer of the available alternatives.
The promotion is valid only for the month of July and cannot be combined with other special conditions, unless otherwise stated by the Company.
NON-RETURNABLE ITEMS
Customized, made-to-order, or items modified at the Customer’s request cannot be returned, exchanged, or refunded.
PRODUCTS, PACKAGING AND RETURN CONDITIONS
Returned products must be intact, complete in all their parts, and in their original packaging, including dust bags, boxes, labels, tags, seals, and any accessory originally included in the order.
Products may only be handled to the extent strictly necessary to verify their nature, characteristics, size, and fit.
PROMOTIONAL GIFTS, BUNDLES AND SPECIAL OFFERS
If the Order benefited from a promotion, complimentary gift, bundle benefit, or special offer, the Customer acknowledges that, if one or more items are returned and the requirements necessary to benefit from the promotion are no longer met, the promotional benefit will automatically cease to apply.
In such cases, the Customer must also return any complimentary gifts and/or promotional items received with the Order, intact and in the conditions required by this Return Policy.
This rule also applies in the case of a return request with store credit.
If the complimentary gifts and/or promotional items are not returned, the Company reserves the right to deduct their full value from the refund or from the store credit to be issued, or to request payment of the amount due according to the methods communicated to the Customer.
If the Customer wishes to keep the complimentary gifts and/or promotional items, they may do so by paying their full price, calculated on the basis of the list price shown on the Website at the time of the Order, unless otherwise stated.
Example: if the Order entitled the Customer to a complimentary gift upon reaching a specific spending threshold and, following the return, that threshold is no longer met, the gift must be returned. Otherwise, its value may be deducted from the refund or store credit.
CONDITIONS FOR RETURN ACCEPTANCE
The right of withdrawal is subject to the following conditions:
the return must concern the entire product; it is not possible to exercise the right of withdrawal only on part of the product;
the returned product must not show signs of wear, use, dirt, damage, stains, or alteration;
the product must be returned in its original external and internal packaging;
the product must be complete with all its components, accessories, dust bags, labels, tags, seals, and any documents included in the parcel;
if the Order included complimentary gifts and/or promotional items, these must also be returned, unless the Customer chooses to keep them by paying their full value, as indicated above.
The return shipment remains under the Customer’s responsibility until delivery to the following address:
El Vaquero
Via Falciano 36
51011 Buggiano (PT)
Italy
If the returned goods are damaged during transport, the Company will inform the Customer so that the Customer may file a claim against the carrier.
In such case, the return request may be rejected and the goods will be made available to the Customer for collection.
The Company is not responsible for damage, theft, loss, or delays occurring during the return shipment.
INSPECTION OF RETURNED PRODUCTS
All returned products will be inspected once received.
The refund, store credit, or size exchange will be processed only after the returned products have been received and approved by the Company.
If the return is not approved, Customer Care will inform the Customer of the available options.
LOSS OF THE RIGHT OF WITHDRAWAL
The right of withdrawal will be lost in the following cases:
the returned product and/or its accessories and/or packaging are not intact;
the product is returned without its original external and/or internal packaging;
the product is missing essential elements, components, and/or accessories;
the returned product shows signs of use exceeding what is strictly necessary to verify size, fit, nature, and characteristics;
the product is damaged, dirty, stained, altered, or modified;
the product falls within the category of customized, made-to-order, or items modified at the Customer’s request.
In such cases, the Company reserves the right to refuse the return and send the goods back to the Customer, charging the relevant shipping costs.
For any questions or clarifications, our Customer Care team is available at customercare@elvaquero.it.